Professional Documents
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bmitted by:
Name: Divya pillai
Option: English
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no.:16514379007
A call centre has an open workspace for call centre agents, with work stations
that include a computer for each agent, a telephone set/headset connected to a
telecom switch, and one or more supervisor stations. It can be independently
operated or networked with additional centres, often linked to a corporate computer
network, including mainframes, microcomputers and LANs. Increasingly, the voice
and data pathways into the centre are linked through a set of new technologies
called computer telephony integration.
In any business that deals with customers, a high volume of service-related calls can
be expected. Rather than letting your staff take up valuable time answering repetitive
questions - in fact, rather than having a full compliment of staff on hand at all - why
not
use
call
centre
to
handle
calls
for
your
customers?
Call centres can fulfil a variety of services which small businesses may find too
expensive to pay for on a full time basis, and which larger businesses may find
inefficient
to
run
in
house.
These
services
can
include:
You can arrange for inbound or outbound call centres. Surveys and marketing uses
make outbound services highly useful for businesses seeking to do market research,
while inbound call centres can receive calls in one centralized location.
Bi-Lingual Services allow you to widen your potential reach by offering two (or more)
language options to your customers. With a rising number of citizens speaking either
English or Spanish in America, these are two popular options, but other languages
are also available .I.e.:
Busy website owners may find order taking & fulfillment services at call
How
does
Call
centre
help
in
professionalizing
language
Most call centre workers are well-educated. In most countries, employees must have
at least a high school level degree. Almost a quarter of call centres primarily recruit workers
with university degrees. In the United States, about 60 percent have attended at least a year
of university, and in the Netherlands, 52 percent. Of the nations surveyed for this report,
France has the highest proportion of workers who have attended university, at 72 percent.5
In newly industrialized countries too, a good education is often a prerequisite for call centre
work. More than 60 percent of centres in India hire primarily university-educated employees.
One of the workers interviewed for this report, Soudane Firas, a team supervisor and fiveyear veteran of call centre work in Tunisia, has a university diploma in economics and
business management.
objectives are:
Agents They are the first point of contact and can, through proper training and
initiatives, deliver on multiple objectives through call resolution and efficient handling of
customer issues.
Supervisors Provide the foundation for success by contributing the needed
resources, guidance, feedback and organization for agents to perform at the highest level.
Agents might be on the frontline but supervisors are right there in the trenches too.
Quality Specialists Data miners, managers and sorters. By delivering valuable
insight from the data gained from thousands of contacts, Quality Specialists help all
departments improve coaching, process development, training and other key areas.
Workforce Planners Ensure that scheduling matches workload.
management can impact quality, efficiency, accessibility and other key objectives.
Technical Support (IT) Without the IT staff most inbound call centers would be in
Their
big trouble. They are tasked with keeping technology up-to-date and running smoothly. How
well the technology is programmed and functions has a significant impact on the call center
Its a software application that is used to plan, deliver, publish and place self-paced
online courses in online catalogs. Employees login to the LMS by using a browser. They can
select courses from the online catalog and begin their online study. Alternatively, a manager
can assign courses to employees based on their learning needs.
An LMS allows managers and administrates to track course completions, current status or
performance of employees. In fact, all employee activities in the LMS can be tracked that
could be useful for performance evaluation, competency management and other related
functions.
Use of Management System (LMS):
An LMS today is a one-stop shop of hosting, assigning, managing, reporting and evaluating
eLearning courses. It can be used for a variety of educational, deployment and
administrative purposes. So, if we were to list down what you can do with an LMS, they
would be as follows.
Managing users, courses, roles, instructors, and generating reports:
This includes uploading courses, assigning roles, recommending courses and generating
various reports.
Making a course calendar:
This is a feature that enables LMS users to view the available training programs or courses
at one glance. As a result, they can send requests for registrations to those that they are
interested in easily.
Messaging and notifications by learners:
You can send reminders and notifications to employees on upcoming training events or
deadlines. You can also use the forum to promote existing eLearning courses to encourage
more registrations to your courses.
Assessments that can handle the student's pre/post testing:
You have assessments uploaded which can serve as a follow up to classroom training
programs. You can also have diagnostic assessments to assess the level of knowledge of
employees and assign suitable level to them.
Certification and display employee scores and transcripts:
In one location, you will be able to access employee scores and transcripts and maintain an
ongoing record of the performance of the individual. You can also certify employees who
have successfully completed courses.
About Transcription:
Transcribing spoken language phonetically is so straightforward that we simply write the
phonetic symbols that correspond to the sounds we hear. It isnt even necessary that we
understand what we hear, as long as we can recognize sounds and transcribe them. There
are two styles of transcription which are :
The first is called narrow transcription: its transcription that attempts to record every single
phonological feature (sound) of an utterance, whether it is important to meaning or not.
Narrow transcription is useful mainly when we are trying to show students their own foreign
towards
which
students
can
work
in
their
pronunciation,
words.
Furthermore,
phonetic
transcription
can
be
used
of
isolated
words
in
dictionary
and
the
actual
pairs where both are pronounced alike, with no difference of stress: thus
control, promise.
Help by Learning Management System:
Managing classroom training requires a lot of effort because these
trainings are influenced by the time and effort of participants and
facilitators. Additionally, it also costs heavily for the management. Any
mismanagement will cause terrible loss in terms of money as well as
valuable time and effort of participants and facilitators.
Everyone knows the importance and criticality of organizing classroom
trainings, especially when the participants are from various parts of the
world. In this virtual world, we may reduce the costs by conducting
trainings online. However, classroom training may be unavoidable in some
instances. Is there an easy procedure to manage classroom trainings
LMS may be the answer. You may have several questions in mind such as,
Will learning management system help you to manage these
training activities online?
Does it have capability to manage all the activities which are
necessary for the classroom training?
If we use LMS then should organizations change the process
according to the LMS workflow? Or
Can LMS be customized to match the organization-specific training
workflow?
So, let us see how LMS can manage all the activities which most of the
organizations use to conduct classroom trainings.
Training Calendar
When you create classroom training in the LMS, LMS will automatically
add it to the training calendar. As a result, all LMS users can view the
training calendar online and send registration requests based on their
interest and availability. We can plan and schedule all classroom trainings
for an entire year or any number of years.
Registration & Approval Process
The registration process is a very important factor in organizing classroom
training. LMS has the capability to allow participants to get registered
directly to the training or have one level of approval by their respective
manager before getting registered. Training managers or LMS
administrators can also register the trainings for a group of participants
based on the request from their managers.
Cancellation
Users can also cancel the registration after registration confirmation along
with the reason for the cancellation. Automatic notifications will be sent to
respective members based on the notifications configured in the LMS.
Waiting List Management
If classroom training is conducted in a training hall, then there may be
limited number of seats. For example, a trainer wants not more than 1015 participants per session. As all the registrations happen online at
various locations, it is important that there should be someone who takes
care of overbooking.
Again LMS can do this for you. You can set the capacity while creating the
classroom training and LMS will allow registrations based on the available
seats. If any participant/manager/LMS administrator wants to register over
capacity, then the registration status of those participants will be set as
waiting list. In the event of any participant cancelling the training
registration, then LMS will automatically confirm the registration of the
participant next in the waiting list and send the confirmation email
notification.
Prerequisites
In some training programs, it is required that participants complete some
prerequisite training before attending the classroom training. If there is no
LMS then there are chances that some participants may attend without
completing the required trainings or they may get registered without the
completion of required training. To solve these issues LMS has excellent
feature of prerequisites, which can be configured in the LMS. Participants
cannot send the registration request until they have successfully
completed the required training. Even managers or LMS administrators
cannot register if they try to register. Also this helps participants to
complete the prerequisites before registering to the classroom training.
Multiple Training Session
LMS can easily manage any number of classroom training sessions during
the week or even day. LMS can track the information about each session
separately. It will be useful information to the participants to know about
the training sessions in advance.
Training Status
Based on the training status, it is possible to restrict the registration
process. LMS doesnt allow registration if the training is in progress or
already completed. It also helps to set the start date and time of the
registration.
Conflict Management
This is another important activity in managing classroom training. We can
manage all the training halls for the classroom training. LMS will make
sure that there is no conflict of trainings in the same location. LMS also
takes care of conflict management of trainings. It makes sure that no user
will get registered to multiple trainings at the same date and time. It also
helps to know the availability of facilitators.
Attendance
Once the training sessions are completed, the trainer can take the
attendance online or it can be configured in the LMS to take the
attendance automatically and mark all the participants as attended. We
can set the status as No Show, Attended, Partially attended.
Notifications and Reminders
The main advantage of using LMS for classroom training is the possibility
to send notifications and reminders. LMS has a lot of automatic
notifications and reminders features, which will be sent to respective
members based on how it is configured for the particular classroom
training. Some of the notifications are: Registration request, Registration
approval by manager, Registration confirmation, Waiting list, cancellation,
confirmation after waiting list, update in the training session, etc. Some of
1. God /ga:d/ /g d/
2. Marriage /m?re dz/ /m?r dz/
3. Hotel /h t l/ /h ute l/
4. Charisma /t? r sm / /k /
5. Vision /v dz / /v /
Conclusion
Since customer service is given a lot of importance all over the world
these days, thus call centers are in vogue. In order to keep up with their
competitors, all companies need to avail the many services and
advantages that call centers offer just to stay in the business. Call center
is an important department of modern corporations. The call center is
pivotal in tightening control over the labour process, to intensify work, and
transforming the experience of work. As a Portal of corporation a call
center is built to improve communications between firms and consumers.
The main role of a call center is to increase customer loyalty and to
manage the customers. In addition, call center is the E-Business center of
a corporation. It could supply many personalized services to cut down the
corporations service cost. Important demand related information from
customers can be collected by a call center to improve the service quality.
Most corporations perceive that efficient services are the most effective
weapon in the vigorous competition. The consumer markets are vast and
the
relationship
between
service
quality
satisfaction.
Reference
www.essayxperts.com/essay-importance-of-call-centres/
www.callcentertimes.com/Articles/Essays/tabid/126/Default.aspx
www.latrobe.edu.au/students/it/teaching/lms
and
customer